Return & Exchange Policy

Effective Date: June 22, 2026

At Cuddleloft, we want every weighted plush companion to arrive in a condition that feels worthy of keeping close. If something is not right with your order, we are here to help and will do our best to make the process clear and fair.

Because our products are soft comfort items intended for everyday use, gifting, and close personal contact, returns and exchanges must meet the conditions outlined below.

Return & Exchange Eligibility

You may request a return or exchange if:

  • the item arrives damaged
  • the wrong item was received
  • the item has a clear defect in materials or workmanship
  • the item is unused, unwashed, and in its original condition with original packaging
  • the request is submitted within the eligible return window

To be eligible, the product must not show signs of use, washing, alteration, odor, staining, or damage caused after delivery.

Return Request Window

Please contact us within 30 days of delivery to request a return or exchange.

If your item arrives damaged, incorrect, or defective, we recommend contacting us as soon as possible after receiving the package so we can review the issue promptly.

Non-Returnable Items

For hygiene, product care, and quality reasons, we may not accept returns or exchanges for:

  • used or washed items
  • items without original packaging
  • items damaged after delivery due to misuse, improper cleaning, or normal wear
  • final sale or clearance items, if marked as non-returnable
  • gift cards
  • any item returned without prior authorization

Because weighted plush products may include special filling materials, structured internal weighting, and delicate outer fabrics, proper handling is important. Items that have been machine washed, altered, or improperly cleaned against care instructions may not qualify for return or exchange.

How to Request a Return or Exchange

To start a return or exchange, please contact us at info@cuddleloft.com and include:

  • your order number
  • the name used on the order
  • the email address used at checkout
  • the item(s) you would like to return or exchange
  • the reason for the request
  • photos of the item and packaging, if the item arrived damaged, incorrect, or defective

After review, our team will provide the next steps. If your request is approved, we will provide return instructions and, where applicable, the return authorization details.

Return Address

Please do not send any item back without contacting us first.

Return shipments sent without prior authorization may be refused, delayed, or remain unprocessed.
To receive return approval and the correct return address, please contact info@cuddleloft.com first.

Exchanges

If you would like to exchange an eligible item, please contact us before returning it. Exchanges are subject to product availability.

If the requested replacement item is unavailable, we may offer an alternative item, store credit, or a refund where appropriate.

Damaged, Incorrect, or Defective Items

If your item arrives damaged, incorrect, or defective, please contact us within a reasonable time after delivery and provide clear photos of:

  • the item received
  • the packaging
  • the shipping label, if available
  • the issue itself

Once reviewed, we will determine whether a replacement, exchange, partial refund, or full refund is appropriate.

Return Shipping Costs

If the return is due to our error, such as:

  • receiving the wrong item
  • receiving a defective item
  • receiving an item damaged in transit

we will review the case and, where appropriate, cover the return shipping cost or provide a suitable resolution.

If the return is requested for personal reasons, such as a change of mind, preference, or ordering the wrong item, the customer may be responsible for return shipping costs.

Original shipping charges are generally non-refundable unless the return is due to our error.

International Returns

We currently serve customers in the United States, Canada, Australia, and selected countries and regions in Europe. Because international returns may involve higher shipping costs, customs procedures, and longer transit times, customers outside the United States should contact us before returning any item.

Customers are responsible for ensuring that returned items are packaged securely and sent according to the instructions we provide. We are not responsible for returns lost or delayed due to unauthorized return methods, incomplete documentation, or customs-related issues.

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to the original payment method used at checkout. Please note:

  • refunds are usually processed within 5–10 business daysafter the returned item has been approved
  • your bank or payment provider may require additional time to post the refund to your account
  • original shipping fees are generally not refunded unless the issue was caused by our error

If your return does not meet our policy requirements, we may be unable to issue a refund.

Late or Missing Refunds

If you have not yet received your refund after approval:

  • check your bank account again
  • contact your credit card company or payment provider
  • allow additional processing time, as posting times can vary

If you still need assistance, please contact us at info@cuddleloft.com.

Important Notes

We reserve the right to deny return or exchange requests that do not meet the conditions of this policy.

To help ensure a smooth return experience, please inspect your order soon after delivery and contact us promptly if there is an issue.

Contact Us

If you have questions about returns, exchanges, damaged items, or eligibility, please contact us here:

Email: info@cuddleloft.com
Phone: +1（228）334-8123
Business Hours: Monday–Friday, 9:00 AM–6:00 PM Central Time
Business Address: 2184 Alice Dr, Biloxi, MS 39531-3024, United States